September 2006/Continuous Customer Feedback – A Prescription for Greater Customer Insight

Q. How do you eat an elephant?

A. One bite at a time.

What does eating an elephant have to do with delivering a continuous Public Library Customer Satisfaction Survey? Not a lot, but both can seem daunting tasks at first. The idea that needs to be grasped is that having the correct approach can achieve the desired outcomes. By having daily (bite-sized) targets for the number of customer responses to your survey, it is possible to build a significant database of customer satisfaction information over time without feeling the overwhelming need to have every customer respond in the initial weeks of implementing LibSatLibrary Customer Satisfaction Management Service.

Since LibSatLibrary Customer Satisfaction Management Service is a continuous customer satisfaction survey, the data gathered can reflect seasonal variations and will provide more meaningful information throughout an extended period of time compared to a point-in-time (snapshot) survey. Your plan to gather data, therefore needs to reflect and support a continuous process. As result, your customers will become an integral part of the development and improvement of your service delivery.

Your strategy should be to develop your customer satisfaction database over the duration of your LibSatLibrary Customer Satisfaction Management Service subscription, and, when possible, to pursue opportunities to generate more responses; the result being a richer database. This is an effective approach for building your customer satisfaction database. Having regular responses each day, week and month offers the ability to do period comparisons, conduct trend analysis, and to track the impact of events and changes at the library.